Returns, Refunds & Consumer Guarantees

1. Scope of this policy

This policy applies to mobile phones and eligible accessories purchased directly from our physical showroom.

The website allows visitors to view general product information and request a consultation only. Submitting a website form does not:

• purchase a product;
• reserve a product;
• confirm product availability or pricing;
• create an online sales contract;
• process a payment.

If you later purchase a product from our showroom, this policy applies together with the product receipt, any written warranty information provided at sale and your rights under applicable Australian law.

2. Australian Consumer Law rights

Products sold to consumers in Australia come with consumer guarantees under the Australian Consumer Law. These guarantees may include that a product is of acceptable quality, matches its description and is fit for any disclosed purpose that the customer relied on when purchasing it.

A manufacturer’s warranty, voluntary store policy or optional warranty operates in addition to applicable consumer guarantees. Consumer guarantee rights may still apply even after a stated warranty period has ended.

3. Major problems with a product

If a product has a major problem under Australian Consumer Law, you may be entitled to choose between a refund or a replacement of the product, subject to the applicable law and circumstances.

A problem may be major where, for example, the product:

• would not have been purchased by a reasonable consumer had they known about the problem;
• is substantially unfit for its normal purpose and cannot easily be fixed within a reasonable time;
• does not meet a particular purpose made known before purchase and cannot easily be fixed within a reasonable time;
• is significantly different from its description or demonstration model;
• is unsafe.

4. Minor problems with a product

If a product problem is minor and can be fixed within a reasonable time, we may offer a free repair or another appropriate remedy in accordance with Australian Consumer Law.

If a minor problem cannot be fixed within a reasonable time, you may become entitled to another remedy available under applicable law.

5. Voluntary change-of-mind returns

Australian Consumer Law does not generally require a refund or exchange where a customer simply changes their mind. In addition to statutory rights, Where2Where Mobility offers the following voluntary change-of-mind return option for eligible purchases:

For a mobile phone, a voluntary change-of-mind return will generally only be accepted where the device has not been used, configured, damaged, locked to an account or altered after purchase, and all included items are returned in their original condition.

This voluntary change-of-mind option does not affect your rights where a product is faulty, unsafe, misdescribed or otherwise fails to meet a consumer guarantee.

6. Change-of-mind exclusions

Our voluntary change-of-mind return option may not apply to:

• mobile phones that have been activated, used, damaged or configured with personal accounts or data;
• items missing original packaging, included accessories, manuals or supplied components;
• screen protectors, opened personal-use accessories or other products that cannot reasonably be resold for hygiene or safety reasons;
• prepaid SIM cards, mobile services, airtime, data plans or third-party subscriptions;
• products damaged through misuse, accident, neglect or unauthorised modification;
• items purchased from a business other than Where2Where Mobility.

7. Proof of purchase

To help us locate a purchase and assess a return or remedy request, please provide proof of purchase where reasonably available.

Acceptable proof of purchase may include:

• an original receipt;
• a tax invoice or order record issued by our store;
• a bank or card statement clearly identifying the transaction;
• another reasonable record demonstrating that the product was purchased from us.

Proof of purchase helps establish the transaction but does not remove any statutory right available under applicable law.

8. How to request a return, refund, replacement or repair

If you have a concern about a product purchased from our showroom, please follow these steps:

9. Product assessment

We may inspect or assess a returned product to determine the nature of the issue and the appropriate remedy. Assessment may be required to distinguish between a fault, accidental damage, misuse, compatibility issue or a voluntary change-of-mind return.

Assessment does not permit us to deny or reduce any remedy to which you are entitled under Australian Consumer Law.

We will not require a customer to pay a restocking fee, assessment fee or similar charge as a condition of exercising an applicable statutory right to a remedy for a product that fails to meet a consumer guarantee.

10. Mobile phone repairs and stored personal data

Mobile phones can contain contacts, photographs, messages, account information and other personal data. Repairs, replacements, resets or technical assessment procedures may result in loss of stored data.

Before presenting a phone for repair, you should, where possible:

• back up any important contacts, photographs, messages or other files;
• remove SIM cards and removable memory cards unless requested for assessment;
• remove account locks or provide necessary access only where appropriate and safe to do so;
• delete personal information where the issue and proposed remedy allow this.

A return for refund or replacement may also require personal data to be removed from the device before it can be processed. Our team can explain the practical steps relevant to the return request.

11. Refund method and timing

Where a refund is approved or legally required, we will generally process the refund using the original payment method where practicable, unless another lawful and agreed method is appropriate.

Processing times may depend on the payment provider or financial institution after the refund has been processed by us.

A store credit, gift voucher or exchange will not be imposed instead of a refund where you are legally entitled to choose a refund under Australian Consumer Law.

12. Accessories, SIM cards and third-party services

A handset purchase may involve products or services provided separately by a third party, such as a SIM card, network service, data plan, application, subscription or optional accessory.

If a problem concerns a handset or accessory purchased directly from Where2Where Mobility, please contact us. If a problem concerns a mobile network plan, third-party account or subscription not supplied by us, the relevant service provider may also need to be contacted.

Any network compatibility, service availability or accessory inclusion should be confirmed before purchase.

13. Complaints and unresolved concerns

If you are dissatisfied with how a return, repair, replacement or refund request has been handled, please contact us and provide:

• your name and preferred contact details;
• details of the purchased product;
• available proof of purchase;
• a description of the issue;
• the outcome you are requesting.

We will consider your concern within a reasonable period and aim to provide a practical response.

Nothing in this policy prevents you from contacting an applicable consumer protection body or exercising any right available under law.

14. Returns and customer-care contact details

15. Changes to this policy

We may update this Returns, Refunds & Consumer Guarantees Policy from time to time to reflect changes to our showroom process, products or legal obligations. The current version will be published on this page with the revised last-updated date.

Any update to this voluntary policy does not remove or reduce consumer rights relating to a purchase where those rights apply under Australian Consumer Law.